4.2 Customer Service（Reading and Writing 1）-《英语 基础模块3》（高教版第三版）《一课一练》（原卷版+解析版）

**基本信息** 中职英语《基础模块3》Unit 4同步练，以课前预习与课堂检测分层设计，通过基础记忆到应用理解的递进路径，强化语言能力与学习能力。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇、重点短语、难句翻译|通过词汇拼写、短语填空强化基础记忆，翻译题衔接课文理解| |课堂检测|词汇应用、语篇理解|单选聚焦词汇辨析，阅读考查问题解决思维，实现从单一到综合的能力提升|

编写说明：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造天津专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练。 本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 1）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（2） Reading and Writing 1 【课前预习】 一、核心词汇检测 1.n. 不便；麻烦____ 2.n. 道歉____ 3.v. 延迟；推迟____ 4.n. 递送；运载____ 5.v. 检查；核对____ 6.n. 耐心____ 7.n. 解决方法____ 8.n. 小册子；单张广告____ 二、课文重点短语 1.由于；因为____ 2.负责……____ 3.确保；确定____ 4.给……造成损失____ 5.尽快____ 6.立刻；马上____ 三、课文难句翻译 原句：I’m so sorry for the inconvenience caused. 原句：Would you please show me your receipt so that we can check whether it is still under guarantee? 原句：Even though you didn’t express such a request, we will reduce the price by 15%. 【课堂检测】 一、词汇单选 1. We are sorry for any ______ caused by the late bus. A. inconvenience B. invention C. invitation D. information 2. The manager wrote a letter of ______ to the angry customer. A. apology B. apple C. April D. animal 3. Bad weather may ______ the plane and make passengers wait. A. decide B. delay C. delete D. develop 4. The ______ of fresh milk usually happens early in the morning. A. discovery B. dictionary C. delivery D. direction 5. Please ______ the order number again before you call the shop. A. choose B. change C. cheer D. check 6. Good service workers need ______ when customers are worried. A. parents B. patience C. present D. practice 7. We still need a better ______ to the wrong address problem. A. solution B. station C. student D. subject 8. The company sent colorful ______ to tell people about the new shop. A. leaves B. leaflets C. lessons D. letters 9. A short ______ can make angry customers feel better. A. apology B. airport C. answer D. artist 10. Please ______ the package as soon as it arrives. A. check B. cheer C. choose D. close 二、阅读理解 阅读下面短文，从每题所给的 A、B、C、D 四个选项中选出最佳选项。 When a meal is too salty or a room has no hot water, some people get angry at once. They shout at workers and ask for money right away. Is this the best way to solve the problem? On the one hand, a strong complaint can make a shop listen. You need clear facts, such as the time, the order number, or a short video. If the shop still says no, you may call 12315 for help. Protecting your rights is not wrong. On the other hand, angry words often make things worse. Workers may feel afraid and stop talking. A polite complaint is usually clearer. You can say what is wrong, show your receipt, and ask for an exchange, a refund, or a free fix. Many shops offer an apology and act faster when customers stay calm. In short, good service needs both honest buyers and patient shops. Kind and clear words often work better than shouts. After all, a fair talk can save time for everyone. 11. What do some angry people do first? A. They write long reports. B. They shout at workers. C. They cook a new meal. D. They clean the hotel. 12. What can help a strong complaint? A. Clear facts. B. Louder music only. C. Longer shopping lists. D. Newer phone games. 13. Why may angry words make things worse? A. Workers feel afraid. B. Shops give more gifts. C. Guests learn new songs. D. Drivers finish early. 14. What is the writer’s main idea? A. Shouts always win fast. B. Receipts are never useful. C. Calm talk works better. D. Hot water is unimportant. 原创精品资源学科网独家享有版权，侵权必究！ 原创精品资源学科网独家享有版权，侵权必究！ 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $ 编写说明：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造天津专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练。 本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 1）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（2） Reading and Writing 1 【课前预习】 一、核心词汇检测 1.n. 不便；麻烦____ 2.n. 道歉____ 3.v. 延迟；推迟____ 4.n. 递送；运载____ 5.v. 检查；核对____ 6.n. 耐心____ 7.n. 解决方法____ 8.n. 小册子；单张广告____ 【答案】1.inconvenience 2.apology 3.delay 4.delivery 5.check 6.patience 7.solution 8.leaflet 二、课文重点短语 1.由于；因为____ 2.负责……____ 3.确保；确定____ 4.给……造成损失____ 5.尽快____ 6.立刻；马上____ 【答案】1.due to 2.in charge of 3.make sure 4.cause loss to 5.as quickly as possible 6.in no time / right away 三、课文难句翻译 原句：I’m so sorry for the inconvenience caused. 译文：对于由此造成的不便，我深感抱歉。 原句：Would you please show me your receipt so that we can check whether it is still under guarantee? 译文：请您出示收据，以便我们核对它是否仍在保修期内好吗？ 原句：Even though you didn’t express such a request, we will reduce the price by 15%. 译文：即便您没有提出这样的要求，我们也将降价15%。 【课堂检测】 一、词汇单选 1. We are sorry for any ______ caused by the late bus. A. inconvenience B. invention C. invitation D. information 【答案】A 【解析】句意：我们对晚到的公交造成的任何不便表示抱歉。A.inconvenience 意为“不便；麻烦”；B.invention 意为“发明”；C.invitation 意为“邀请”；D.information 意为“信息”。售后致歉常用 inconvenience，故选A。 2. The manager wrote a letter of ______ to the angry customer. A. apology B. apple C. April D. animal 【答案】A 【解析】句意：经理给生气的顾客写了一封道歉信。A.apology 意为“道歉”；B.apple 意为“苹果”；C.April 意为“四月”；D.animal 意为“动物”。letter of apology 为常见搭配，故选A。 3. Bad weather may ______ the plane and make passengers wait. A. decide B. delay C. delete D. develop 【答案】B 【解析】句意：恶劣天气可能延误飞机，让乘客等候。A.decide 意为“决定”；B.delay 意为“延迟；推迟”；C.delete 意为“删除”；D.develop 意为“发展”。与等候相关的是延误，故选B。 4. The ______ of fresh milk usually happens early in the morning. A. discovery B. dictionary C. delivery D. direction 【答案】C 【解析】句意：鲜奶递送通常发生在清晨。A.discovery 意为“发现”；B.dictionary 意为“词典”；C.delivery 意为“递送”；D.direction 意为“方向”。货物送达语境选 delivery，故选C。 5. Please ______ the order number again before you call the shop. A. choose B. change C. cheer D. check 【答案】D 【解析】句意：打电话给商店前请再核对一遍订单号。A.choose 意为“选择”；B.change 意为“改变”；C.cheer 意为“欢呼”；D.check 意为“检查；核对”。again 提示复查，故选D。 6. Good service workers need ______ when customers are worried. A. parents B. patience C. present D. practice 【答案】B 【解析】句意：顾客焦虑时，好的服务人员需要耐心。A.parents 意为“父母”；B.patience 意为“耐心”；C.present 意为“礼物；现在的”；D.practice 意为“练习；实践”。客服品质相关是耐心，故选B。 7. We still need a better ______ to the wrong address problem. A. solution B. station C. student D. subject 【答案】A 【解析】句意：我们仍需要更好的办法解决地址错误问题。A.solution 意为“解决方法”；B.station 意为“车站”；C.student 意为“学生”；D.subject 意为“科目；主题”。problem 对应 solution，故选A。 8. The company sent colorful ______ to tell people about the new shop. A. leaves B. leaflets C. lessons D. letters 【答案】B 【解析】句意：公司寄出彩色宣传单，告诉人们新店开业。A.leaves 意为“叶子；离开”；B.leaflets 意为“小册子；单张广告”；C.lessons 意为“课”；D.letters 意为“信；字母”。宣传物料对应 leaflets，故选B。 9. A short ______ can make angry customers feel better. A. apology B. airport C. answer D. artist 【答案】A 【解析】句意：一句简短的道歉能让生气的顾客感觉好些。A.apology 意为“道歉”；B.airport 意为“机场”；C.answer 意为“回答”；D.artist 意为“艺术家”。安抚顾客常用道歉，故选A。 10. Please ______ the package as soon as it arrives. A. check B. cheer C. choose D. close 【答案】A 【解析】句意：包裹一到请立刻检查。A.check 意为“检查”；B.cheer 意为“欢呼”；C.choose 意为“选择”；D.close 意为“关闭”。收货验视对应 check，故选A。 二、阅读理解 阅读下面短文，从每题所给的 A、B、C、D 四个选项中选出最佳选项。 When a meal is too salty or a room has no hot water, some people get angry at once. They shout at workers and ask for money right away. Is this the best way to solve the problem? On the one hand, a strong complaint can make a shop listen. You need clear facts, such as the time, the order number, or a short video. If the shop still says no, you may call 12315 for help. Protecting your rights is not wrong. On the other hand, angry words often make things worse. Workers may feel afraid and stop talking. A polite complaint is usually clearer. You can say what is wrong, show your receipt, and ask for an exchange, a refund, or a free fix. Many shops offer an apology and act faster when customers stay calm. In short, good service needs both honest buyers and patient shops. Kind and clear words often work better than shouts. After all, a fair talk can save time for everyone. 11. What do some angry people do first? A. They write long reports. B. They shout at workers. C. They cook a new meal. D. They clean the hotel. 12. What can help a strong complaint? A. Clear facts. B. Louder music only. C. Longer shopping lists. D. Newer phone games. 13. Why may angry words make things worse? A. Workers feel afraid. B. Shops give more gifts. C. Guests learn new songs. D. Drivers finish early. 14. What is the writer’s main idea? A. Shouts always win fast. B. Receipts are never useful. C. Calm talk works better. D. Hot water is unimportant. 【答案】11.B 12.A 13.A 14.C 【导语】本文是一篇议论文，讨论服务出问题时愤怒吼叫是否可取：既肯定维权需要事实，也强调礼貌沟通往往更有效。 【详解】 11.细节理解题。句意：一些生气的人首先做什么？首段写到他们对工作人员大喊并立刻要钱。故选B。 12.细节理解题。句意：什么有助于有力投诉？第二段写到需要清楚事实，如时间、订单号或短视频。A 词数不超过干扰项。故选A。 13.细节理解题。句意：为何愤怒的话可能使事情更糟？第三段写到工作人员可能感到害怕而不再沟通。故选A。 14.主旨大意题。句意：作者的主要观点是什么？末段强调善意清楚的表达往往比吼叫更有效。故选C。 原创精品资源学科网独家享有版权，侵权必究！ 原创精品资源学科网独家享有版权，侵权必究！ 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $